Help Desk Knowledge Base

Knowledge management (KM) is a systematic and strategic approach to identifying, creating, organizing, storing, retrieving, and sharing an organization's knowledge and information assets.

The primary goal of knowledge management is to facilitate efficient and effective decision-making, problem-solving, learning, and innovation within an organization. It involves processes, practices, and technologies to help individuals and teams access the right information and expertise when needed, ultimately enhancing the organization's performance and competitiveness.

Knowledge management in the context of IT issues involves the systematic organization and use of information, solutions and best practices to effectively solve technical problems.

It enables IT teams to resolve issues more smoothly, while empowering end-users to deal with technical problems themselves.

A key component of knowledge management for IT issues is the creation of a comprehensive internal knowledge base. This help desk knowledge base serves as a centralized repository containing a wealth of information, including troubleshooting guides, frequently asked questions (FAQs), and step-by-step instructions and solutions to common IT problems.

A knowledge base is essentially a library brimming with information about various topics. The most common “knowledge base” is the internet—a place millions of users turn to each day for insights on everything. But not all knowledge bases are so vast.

In fact, many IT departments establish and rely on their own user-friendly help desk knowledge base to address employee queries and resolve technical issues promptly. Users can turn to the knowledge base whenever they have questions about a specific product, service, or system. The exact questions and concerns your specific users face depend on the nature of your business.

Difficulty opening a large file, downloading documents from a USB, and loading webpages are just a few of the many technical troubles employees face on a daily basis. Without an online knowledge base, your IT team may be fielding questions with simple answers all day. However, a knowledge base system allows users to troubleshoot simple problems on their own, resulting in a lower workload for your IT team.

Knowledge base software is more than just a solution for end users. In fact, it can be used by any of the company's departments. However, your IT technicians often turn to the knowledge base system for different reasons than marketing, accounting, or HR employees do. Here's a quick overview of the uses for each group:

• General Employee Service: Your team of IT technicians is a go-to support source for C-suite executives and frontline employees. But the sheer volume of help desk tickets is often hard for even the largest fleet of IT technicians to manage. The knowledge base system provides employees with an alternative route for quickly and efficiently accessing need-to-know information. Employees often turn to the help desk for answers to questions surrounding unexpected computer shutdowns, slow internet, faulty printers, defective USBs, and beyond.
• IT Technicians’ Solution Library: While some issues faced are completely unique, often there’s overlap among the hundreds of queries. Rather than starting from scratch to identify the solution when a new ticket arrives, IT technicians can turn to the IT knowledge base to remind themselves of how similar issues were resolved in the past. This allows them to use their time more efficiently and address questions at a faster rate.

Users want access to in-depth information—and they want it fast. That's what makes a knowledge base so important. Creating a comprehensive knowledge repository will provide employees with the resources to independently solve smaller, more common technical problems as they occur.

The knowledge base is also important from an efficiency and productivity standpoint. The more accurate and informative your knowledge base system is, the less likely employees are to submit a ticket to the help desk. This means IT technicians can spend less time reading and resolving tickets pertaining to simple file or password problems and more time tackling the countless other items on their to-do lists.

A comprehensive internal knowledge base further helps your technicians by consolidating technical resources into one easy-to-access location. When a complicated query arises, technicians can simply turn to the IT knowledge base for the most up-to-date articles and video tutorials rather than wasting hours sifting through file folders for an answer. This is especially helpful for repeat issues, helping ensure recurring issues no longer mean recurring solutions.

While some knowledge base platforms are simply indexed encyclopedias, most of today’s platforms rely on artificial intelligence. Artificial intelligence allows these data libraries to provide IT technicians and employees with step-by-step answers to common and complicated questions alike. Every time a new ticket enters the system, an AI-driven knowledge base platform evaluates and aligns the ticket with the most relevant information within its repository of resources. For example, suppose a ticket is submitted regarding a computer shutting down unexpectedly. In that case, the knowledge base search engine—fueled by artificial intelligence—can quickly find the most appropriate resource on the topic.

Since learning is a critical component of knowledge base solutions, these platforms are considered CASE-based systems. A CASE-based system is one in which problems are solved by evaluating the solutions of similar past problems. Similarly, knowledge base platforms are also often categorized as intelligent tutoring systems.

A comprehensive knowledge base management system will efficiently sort and store hundreds of images, documents, and videos addressing a vast array of topics, but for a knowledge base to truly work effectively, IT administrators must begin with the basics. Here are a few tips to keep in mind when building a robust knowledge base:

1. Organize Existing Content: Before launching an AI-driven knowledge base management system, it’s important to corral existing information. This means connecting with members of every department—from marketing to HR—to access the documents they turn to when questions arise.
2. Create Consistency: It’s important to craft a style guide for your knowledge base software to ensure the information stored within it has the same look and feel. This allows for greater readability and helps ensure information can be accessed quickly and efficiently.
3. Keep It Accurate: Put a review process in place to ensure any new solution entering your knowledge base features only the most relevant, up-to-date information. Inaccurate or poorly written information will only defeat the purpose of the self-service knowledge base, forcing employees to submit tickets when they can’t access accurate answers.

Everyone handles their knowledge base a little differently. After all, each organization has its own needs. However, there are a few knowledge base best practices you’ll want to follow to help ensure users and employees are set up for success.

• Start with the most important issues: It’s easy to get lost and overwhelmed when creating a knowledge base. To avoid this, pre-define your knowledge base’s core elements and structure. Think about the most frequent issues your organization faces and any specific problems that need to be addressed.
• Rely on expert knowledge: Also, ensure subject matter experts are on hand, ready to review the accuracy of entries to the knowledge base. It may even be helpful to have a non-expert take a look to ensure the average layperson can understand the content.
• Make the knowledge base easy to find: You’ll also want to make your knowledge base easy to find and use. After all, if users can’t access the material without taking a deep dive into your organization’s website, that defeats the point. Additionally, your knowledge base tool should make finding answers easy. The good news is that SolarWinds Service Desk is easy to use and has a handy search function, meaning users can quickly find the answers they need.
• Enter tags and categorization: Even though the tool is very intuitive, to take full advantage of the search function and help ensure users can find relevant information, you’ll need to carefully tag and categorize articles and thoughtfully assign page titles, content keywords, and article headings.
• Regularly audit and update: Finally, you can’t set up your knowledge base and set it to the back of your mind. You’ll need to implement quality audits and updates regularly. After all, technology is constantly evolving, so your knowledge base should, too. Otherwise, users may follow outdated content and instructions. You’ll also want to accept and act on employee feedback to make the entire experience smoother.

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• Enterprise Service Management
• IT Service Catalog
• Service Level Management (SLA)
• IT Ticketing Software
• Incident Management
• IT Problem Management